Notify Potential Owners

RT Users
1

Hi All,

I have a requirement to notify potential ticket owners in a particular
queue, so I’ve patched lib/RT/Action/Notify.pm to do what I needed.

I thought others may find this potentially useful so here’s the patch:

--- lib/RT/Action/Notify.pm 2005-02-01 14:20:40.000000000 +0000 +++ lib/RT/Action/Notify.pm 2005-03-08 14:15:32.860190560 +0000 @@ -79,7 +79,7 @@ 
  my $arg = $self->Argument;
  • $arg =~ s/\bAll\b/Owner,Requestor,AdminCc,Cc/;

  • $arg =~ s/\bAll\b/Owner,Requestor,AdminCc,Cc,PotentialOwners/;

    my ( @To, @PseudoTo, @Cc, @Bcc );

@@ -138,6 +138,20 @@
push ( @Bcc,
$self->TicketObj->QueueObj->AdminCc->MemberEmailAddresses
);
}

  • if ( $arg =~ /PotentialOwners/ ) {
  •    # Find out who can own tickets in this queue.

  •    my $Users = RT::Users->new($RT::SystemUser);

  •    $Users->WhoHaveRight(Right => 'OwnTicket', Object =>

$self->TicketObj->
QueueObj, IncludeSystemRights => 1, IncludeSuperusers => 0);

  •    my @users;

  •    while (my $User = $Users->Next()) {

  •        next if ($User->id == $RT::Nobody->id); # skip nobody here

  •        push ( @To, $User->EmailAddress ) ;

  •    }
  • }
    if ($RT::UseFriendlyToLine) {
    unless (@To) {
    push (

In addition, there’s a database insert to do to use the patch:

INSERT INTO scripactions (name, description, execmodule, argument,
creator, lastupdatedby) VALUES (‘Notify Potential Owners’, ‘Notify all
people who can potentially own this ticket’, ‘Notify’,
‘PotentialOwners’, ‘1’, ‘1’);

This is using postgres psql, sorry I’m not familiar enough with the RT
API to do it in a nice db independent way :slight_smile:

Thanks to all the people on the list who provide such great information
and discussion with problems.

I’d welcome comments on improvement for the above code.

Regards, Ian.

Ian Norton
Mail & Systems Support
University of Lancaster